“Call Center lang pla nagwowork”
Following a heartfelt complain by a former workmate about having
heard this phrase, I could not help but write this in defense. Yes I am a
Law graduate, and yes I have worked in the call center industry during
my days thinking that this phrase meant that call center is as menial as
they say it is… but you know what….
This phrase pisses me off a lot. Why? There is such a huge
discrimination when one hears a person is working in a call center.
Companies even have specific rules for application for loan, credit
card, phone line and so many other things if you are working in a call
center, and if you say call center, you can hear the aah of
disappointment in their tones.
Sad thing is, do these people actually know how freaking hard it is
to get in a call center from the initial interview up to training even
on the production floor? Yes they do see the glamour of call center
workers partying, Starbucks or going out having a good time, but they
deserve it, because these people slave 8-9hours or more a day bearing
insults from clients who are not even their own family, constant changes
with stats that they have to meet up with and the worry that anytime
one minor fault can lose them their job. Believe me this work is not
just about sitting down and saying hi and hello and its all good.
Carrying of phone is strictly prohibited in the production and yet
you will get some ignorant love ones requesting to break up or even
blame you for not answering the phone during your work hours. Do they
even know carrying a phone inside the production floor is a cause for
termination? Yes believe it or not it is! In spite of being regularized
these people still do not have stability of work, with the constant
change of client requirements and statistics, quality control and
metrics a call center agent can lose his job at anytime! Being late can
be cause for termination, even being absent if its 3 consecutive days is
ground for termination. And regardless of the emergency it is a
requirement for an agent to phone in 2hr before his/her shift to inform
that they can’t make it, otherwise it is marked as No call, no show
which can also lead to grounds for termination, now consider this what
if an emergency struck and you are unable to call? Yes they do get
penalized regardless. They work graveyard shift and believe me working
in the night is one of the most difficult thing to do only to go home
and sleep the day off to wake up and prepare again to go to work.
Holidays, even Christmas and New Year they are required to go to work,
regardless of any holidays celebrated. Its funny how the media always
portray the glamour of working in a call center, but the true call
center work takes a lot of hard work, sweat, blood and tears which the
media have never gotten the chance to really show to the public.
In summary? Respect! This is not a simple job, otherwise they would
not offer such a high pay, it takes a lot of sacrifice and yet it is
classified by our system as a factory worker category, such a shame. No
job deserves more respect than the hardworking call center agents who
slave every night to support their family because our government could
not offer a job that suits their profession. For those who uses the
phrase “call center lang pla nagwowork” I challenge you to try
and enter this profession and after 2 or 3 months, tell me the same
phrase that you mentioned and I promise you, you will change your
perception!
-Unknown
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